Sometimes, customers use the wrong forms, or submit the right forms with insufficient information, or for whatever reason we end up in the situation where the only way to resolve a ticket is to action the whole process - tickbox by tickbox. We don't want to enable the global feature to allow incomplete service requests to be resolved: but we do recognise the need to sometimes abort or restart a process in certain circumstances.
I would like to see a facility (perhaps aligned with the planned development to allow the editing of custom variables) to reset the ticket's process to the start; to rewind it to a particular point; or to stop the process from going any further (maybe with a comment to say why). IMO the ability to do this should be role-based, with only Administrators having it by default.
